CX Spotlight by Fifth Quadrant

Macquarie Telecom CEO Urges Industry to Improve CX

Macquarie Telecom Group announced its results for the fiscal year ended 30 June 2018 last Wednesday. In contrast with the some of the recent poor results and negative sentiment in Australia's telco sector, MTG boasted a full year revenue increase of 6 per cent, cementing a fourth successive year of strong profit growth.

Topics: CX Articles & Insights customer engagement Customer experience

Australian Government and Enterprises Set for Advanced Customer Experience through Avaya and Unisys

Sydney, Australia – August 22, 2018 – Avaya Holdings Corp. (NYSE:AVYA) and Unisys (NYSE:UIS) today announced a partnership that will help Australian organisations – including government, financial services, transportation, and healthcare – deliver relevant and secure customer experiences (CX) driven by advanced technologies such as artificial intelligence (AI) and machine learning.

Topics: press release Artificial Intelligence Customer experience

3 Key Areas In Which CX Leaders Leave Laggards Behind

With technology rapidly advancing, it's never been more important for companies to meet evolving customer expectations. But companies need to start by understanding their customers and the total Customer Experience (CX) before introducing new technologies. An emerging trend is that the gap between CX leaders and laggards is widening – and will continue to widen – as the companies with a clear CX execution strategy enjoy greater growth than those who haven't yet set a clear path forward. In this article, we’ll take a look at 3 key areas that differentiate Leaders from Laggards. 

Topics: CX Articles & Insights Customer experience personalisation

CX Key As Royal Commission Creates Opportunity For Alternative Banks To Rise

The Royal Commission into the Australian financial industry has unearthed some nasty truths about the nation’s Big Four banks including revelations that they provided shoddy home loan, credit card and financing information, charged fees for no service, intentionally misled the regulator and lost customer data.

Topics: CX Articles & Insights Finance banking Customer experience market research CX

Retail CX: What do Millennials want?

Retail is changing. On top of the rising popularity of online shopping there is also a tectonic demographic shift taking place. As Baby Boomers retire and the remaining Generation Xers enter their 40s, Millennials are beginning to enter the mid-stage of their career. As a result, their buying power is increasing and they are changing the retail game.

Topics: CX Articles & Insights experiential retail personalisation Customer experience consumer research

Retail CX: Differentiate And Don't Ignore The Basics

Retail is currently in a state of upheaval both globally and here in Australia. Facing weakening growth, changing customer expectations and increasing competition online brick-and-mortar retailers must explore customer experience (CX) strategies that will allow them to thrive, and, in some cases, survive.

Topics: CX Articles & Insights Customer experience experiential retail research market research customer engagement personalisation

5 Ways Australia's Biggest Banks Can Regain Consumer Trust

“I explained I’m a gambler...they can clearly see that I’ve got a gambling problem because of the transactions I’ve been making, and I don’t understand why they keep offering me more money.”

- David Harris, a witness in the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry

Topics: CX Articles & Insights banking Customer experience

Ping Identity Names Versent “Partner of the Year” in Asia Pacific

SYDNEY, 9 May 2018 — Ping Identity, the leader in Identity Defined Security, today announced that Versent, a Melbourne-headquartered technology, managed services and PaaS provider, has been named “Partner of the Year” for the Asia Pacific market. Versent received the award based on its commitment to driving new license revenue through customer acquisition, in addition to delivering digital identity innovation among customer organisations.

Topics: press release Customer experience security

Oracle helps Heineken Urban Polo Bring The Sport of Kings Closer To The Customer

Sydney, Australia, May 8, 2018 – Heineken Urban Polo is using Oracle artificial intelligence (AI) in the cloud to help it revolutionise the sport of Kings and bring the game of polo closer to the consumer.  Through a digital concierge accessed from a mobile phone, all the event’s information is being put at attendees’ fingertips – how to get there, where the bar is, what times the matches start, when the pony parade is on, rules of the game, details of players, which DJs are playing and when, and so on.

Topics: press release CX Artificial Intelligence cloud Customer experience

Welcome to the Jungle: Experiential Retail in the Age of Amazon

It's no secret that online retail has been growing in recent years. Across the globe, the trend towards online retailing has resulted in the mass closure of physical stores, and for many brick and mortar retailers to rethink their strategies. 

Topics: CX Articles & Insights Customer experience retail insights experiential retail

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